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Client Services Manager

2 weeks ago

Toronto, Ontario, Canada proSapient Full time

Every day, somewhere in the world, important decisions are made. Whether it is a private equity firm deciding to invest into a business or a large corporation implementing a new strategic direction, these decisions impact employees, customers, investors, and other stakeholders. Consulting and private equity firms come to proSapient when they need to discover knowledge to help them make great decisions and succeed in their goals. It is our mission to support them in their discovery of knowledge. Specifically, we help our clients find industry experts who can share their knowledge via 121 interviews or wider market surveys: we curate this knowledge in a market-leading software platform, and we help clients surface knowledge through additional value-added tools and services.

Our clients tell us that proSapient differentiates itself through tech-led innovation and great customer service. We have grown rapidly over the last seven years and now have five offices that serve over 100 clients in Europe and North America.

We've had a record breaking year (and we're not quite finished yet) with an even bigger 2026 planned, and so, we are on the lookout for enthusiastic & experienced managers to join the team in our Toronto office. In this role, you will have an emphasis on cultivating a high performing and proactive culture that produces results.

This is a great opportunity to help shape our success story and join at an incredibly exciting chapter in proSapient history - if you are a can-do, energetic and pragmatic individual with proven experience of delivering results and success - we want to hear from you

The role responsibilities of a Client Service Manager can be split into three key areas:

People, Development and Culture Management:

Building a high performing culture that embodies our core values; creating clear expectations, targets, and goals for your people to thrive, succeed and overachieve.

  • Ensuring people development, training, and growth – creating developmental plans, measuring performance, and driving growth consistently across the team
  • Taking ownership for all people related responsibilities for your team – including hiring, promotions, development, training, progression, growth, and performance management
  • Working with the Client Services Leadership team to understand the business established KPI's and metrics that ensure team and individual success while building a proactive and outbound team attitude and approach
  • Managing your team members on an individual basis – driving growth, development, and success through 1:1's, performance reviews, appraisals, coaching and learning & development
  • Lead your associates & senior associates throughout the project lifecycle and be accounatbele for output of all associated metrics of the team

Sourcing & Project Management:

Managing multiple, high volumes of client briefs and ensuring client's expectations are met.

  • Allocating projects to team members, ensuring workloads are balanced, clients' needs and expectations are met and capacity/ revenue numbers and delivered against (and exceeded)
  • Driving a proactive, outbound team attitude; creating, and instilling best practises and processes that enable your team to consistency find great Experts across the globe on a high-volume basis

  • Embedding an exemplary screening process, leading by example on how to ensure the best experts are thoroughly screened and vetted prior to sharing with a client in line with our internal Compliance procedures

  • Owning accountability for all delivery targets and metrics related to your team (and on an individual basis too)

  • Coaching team members to manage the full cycle of Expert Networking across multiple projects, with a focus on urgency, attention to detail and quality
  • Utilising and educating team members on different tools, products and techniques to source, recruit, and onboard Experts across the globe onto our platform

Account Management:

Assuring clients receive an outstanding service at every stage.

  • Assuming ownership and client account management responsibility for your designated client accounts
  • Providing outstanding customer service and support to our clients, acting as an SME on all aspects of the account and building valued relationships that encourage growth and increased coverage across our target clients
  • Working in partnership with the Commercial Team to strategies around account revenue growth across your clients – focusing on potential revenue opportunities, supporting preparation for, and delivering QBR's, and mapping/planning for account growth
Requirements
  • Industry expertise: experience of working in the Expert Network or wider research industry is highly preferred for this role - although, wider relevant backgrounds will be considered
  • Client experience: previous experience working either for, or supporting our client base is essential for the role - specifically, Consulting and/or Private Equity firms is highly preferred but wider experience from professional services, information services or the financial sector will be considered
  • People Management: Minimum of 6 months experience managing a team directly in either a sales, outbound or KPI led environment
  • Exceptional communication skills across all levels and ability to converse and build rapport with clients and experts alike.
  • Interpersonal skills: strong collaboration and team skills and ability to approach every aspect of your work with integrity.
  • Drive & Tenacity: to possess the self-confidence to work in a rapidly growing and unstructured business with constant and high-volume workflow.

Some additional elements for the role to consider before applying include:

  1. This is a permanent role, paying a total salary range of $100 - $135k CAD per annum, as a combination of both fixed & variable earnings.
  2. This is a hybrid role, featuring Mondays, Tuesdays & Thursdays at our downtown Toronto office, which are set days across the entire company and non-negotiable.
  3. You will need to be currently legally authorised to work in Canada, and specifically, Ontario, for this role. proSapient cannot offer sponsorship or visa support of any kind.
Benefits

What we can offer you:

  • A base salary + uncapped commission structure, that is designed to encourage and reward over performance – the sky is the limit
  • An extended benefits plan that includes Dental, Vision & Pharmaceutical coverages, alongside wider benefits such as massage, chiropractor and physical therapy benefits, to name a few
  • Access to our Employee Assistance Program
  • Tenure gifts to thank our loyal staff
  • An enhanced maternity and paternity package
  • 20 days paid vacation leave annually
  • A paid sick leave policy of up to 10 days annually
  • Up to 20 remote working days annually
  • A hybrid working model, featuring three days per week in our modern downtown Toronto office
  • Team socials – from Pizza to Caribbean to Korean food, we love to encourage our team to get together and try new experiences together
  • The opportunity to create, lead or participate in one of our many ERG groups, to help drive diversity, inclusion and understanding across our business
  • Corporate Events: from quarterly gatherings to our annual holiday & Summer parties, we love to celebrate, collaborate and have fun together

Want to learn more? Take a look at our careers Notion page -

We are committed to building an inclusive workplace – did you know that marginalized groups are less likely to apply to jobs unless they meet every requirement listed? If you are interested in the above role, but don't necessarily tick every box, we encourage you to apply anyway – this role could still be a great match

At proSapient, we are an equal opportunity employer. As such, we offer equal employment opportunities without regard to race, colour, religion, sex (including pregnancy and gender identity), national origin, age, disability, genetic information, veteran status and other protected class characteristics. All employment is decided based on qualifications, merit, and business need.

This is a live vacancy, that we are actively looking to fill as soon as possible. Whilst we do have an AI function on our ATS system, we do not use this for the shortlisting process - a real human will review your resume

Due to the regulated nature of our clients, all successfully offered candidates are subjected to thorough screening & pre-employment checks, including an enhanced background check, which can affect the outcome of an application.